Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner.
The CCaaS and CRM leaders unveiled their new Customer Experience and Relationship Management solution – CX Cloud – with the exciting new offering aimed at helping businesses drive more value from data and AI through Genesys Cloud and Salesforce Service Cloud.
For us, this is a really exciting development and one that we’ve not only been expecting – but planning for.
Thanks to our knowledge of the market and the way it has been evolving in recent years, we’ve shaped our business strategy around the convergence of the contact centre, AI and CRM landscapes. In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies.
We’re now one of Salesforce’s leading Service Cloud specialists and most certified Salesforce systems integrator in Europe. In addition to this, we’ve conducted more than 300 Service Cloud deployments – including the largest Field Service Cloud implementation in Europe.
Our investment in Salesforce began more than three years ago with our acquisition of ‘makepositive’, Salesforce’s leading UK-based consulting partner. By integrating the business into the Sabio Group it expanded our focus and capability in customer relationship management (CRM).
Now, two years on, we are a Salesforce Summit Partner – the highest tier available in the Salesforce partner program – with extensive experience in helping over 400 clients drive enterprise-wide digital transformations, with a Salesforce CSAT score of 4.9 out of 5.
Our track record with Genesys – one of our closest strategic partners – is just as impressive. Indeed, we’ve successfully built and run more than 100 Genesys deployments globally.
As it stands, we’re Genesys’ leading partner in Europe, with Genesys Gold partner status and practices in the UK, Spain, France, the Netherlands and Denmark. We are also multi-Genesys award winners, most recently being named Genesys EMEA Partner of the Year in 2021.
For us, today’s news validates our strategy of investing in both Genesys and Salesforce capabilities and positions us alone as the true expert for organisations looking to navigate their digital transformation projects adopting Genesys and Salesforce tech.
What does this mean for the industry?
For the CX industry, this is fantastic news as it focusses on the convergence of contact centre and customer service technologies bringing together “data, agents, bots and communication channels” for smarter end-to-end customer and employee experiences.
The combination makes agent and supervisor jobs more seamless, bringing enterprise contact centre and workforce engagement management (WEM) capabilities from Genesys Cloud CX to Salesforce Service Cloud. In a release from Genesys, it reads: “…through bi-directional data sharing, CX Cloud from Genesys and Salesforce allows organisations to better understand customer interactions, behaviour and history across their journey”.
Looking to find out more?
It’s thanks to our understanding of the evolving CX market, our credibility in the contact centre space for nearly 30 years and the expertise and knowledge we possess internally that has helped to position us strongly here. There are no other organisations that has our expertise in both Genesys and Salesforce.
If you care about customer experience, are looking to use AI to drive business performance or are just looking to get the best from your Genesys and Salesforce technologies – then we’re the partner you need, and we would love to have a conversation.
Check out our white paper entitled ‘Taking CX Performance To The Next Level‘.
Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.
The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.
Through its own technology, and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.